HPMD Seminar: Client Service in the Public Sector

HPMD Seminars...

Section:	Seminar Outlines
Subsection:	Customer Service
Topic:	Client Service in the Public Sector

Client Service in the Public Sector
Applying Customer Service to the Public Schools

© Copyright 1996, 1999, HP Management Decisions Ltd., All Rights Reserved.

Overview

Mission:	To learn about the customer service revolution and to see how our own experiences and expectations about excellent service can be applied in the public sector.
Objectives:	In this seminar you will learn: Current thinking about service in the business and public sectors The personal benefits of being client focused. Awareness of the difference between being client focused and organization focused. Results of an initial survey of perceptions Easy ways to take the first steps and apply service concepts
Assumptions:	Everyone of us has service expectations of the business and people around us. The question is how what we deliver measures up to what we expect. An improvement in client focus will pay enormous dividends in benefits to everyone involved by better managing client perceptions.
Audience:	The outline was designed for teachers, administrators and other staff in a public school. The seminar can also be adapted to many other public sector groups.
Timeframe:	The seminar takes a full day, from 9:00 AM to 4:30 PM
See Also:	See our customer service consulting services.

Outline

Morning Session (The external perspective)

1. 2. 3. 4.	Introduction, context: Why we are doing this seminar Ice Breaker exercise Film Clip: Terms of Endearment Current Business Theory and Practice	(9:00 - 9:20 am) (9:20 - 9:40 am) (9:40 - 9:50 am) (9:50 - 10:20 am)
	a. What is good service? (the stars and legends) b. The historical context c. What is customer service? d. Service and perception e. The service context f. Why is good service so important? g. What is bad service? h. How bad service evolves i. A Service Definition: Helping Clients Achieve Their Goals

	Break	(10:20 - 10:30 am)

5. 6. 7.	Brief Team training Exercise #1: The Worst Service Experiences Current Business Theory and Practice II	(10:30 - 10:40 am) (10:40 - 11:20 am) (11:20 - 11:40 am)
	a. Service recovery b. Handling the problem encounter c. Steps for service success
8.	Exercise #2: Good Service Experiences	(11:40 - 12:10 PM)

	Lunch	(12:10 - 12:50 PM)

Afternoon Session (The internal perspective)

9.	Transition: recap and look ahead	(12:50 - 1:05 PM)
	a. Film Clip: Dead Poet's Society b. The Challenge
10.	Identifying your clients	(1:05 - 1:25 PM)
	a. Definition of "client". b. Possible clients for a public school c. Who are the clients of the school district? Survey results d. Examples of differences between clients and statistics
11.	Current Theory and Practice: Public Sector	(1:25 - 1:55 PM)
	a. Case studies from Reinventing Government b. Summary of Effective Schools research. Educational Research Service. c. Fox Valley Technical College in Appleton, WI. d. Madison, Wisconsin Police Department
12.	What are your client's opinions?	(1:55 - 2:05 PM)
	a. Survey rating results: what are your clients' current service perceptions? b. CT Survey: "The Broken Contract: Connecticut Citizens Look at Public Education".
13.	Improving the service encounter	(2:05 - 2:15 PM)
	a. Twelve easy things you can do tomorrow b. Summary and benefits

	Break	(2:15 - 2:25 PM)

14.	Applying the Concepts	(2:25 - 3:10 PM)
	a. Exercise #3: Developing the Action Plan
15.	Film Clip Recap: Terms of Endearment	(3:10 - 3:25 PM)
	a. Exercise #4: Game of Identifying the Service Gaffe's
16.	Closing opinion survey and Seminar Q&A's	(3:25 - 4:00 PM)
17.	Closing Remarks and Challenge	(4:00 - 4:10 PM)